The influence of Islamic attributes and religious commitments toward halal wellness services customer satisfaction and loyalty

Nurdin Sobari, Andyan Kurniati, Hardius Usman

Research output: Contribution to journalArticlepeer-review

5 Citations (Scopus)

Abstract

Purpose: This study aims to analyze the behavior of Indonesian Muslim consumers toward halal wellness services, especially to determine the effect of Islamic attributes providing halal wellness services and customer religious commitment as a moderating variable on customer satisfaction and loyalty. Design/methodology/approach: The study was carried out by surveying 260 respondents from 13 Muslim salon outlets in the Jabodetabek area as research samples. Furthermore, a quantitative approach with moderated regression analysis is used as an analytical tool to test the research hypothesis. Findings: The study found that embedding Islamic attributes in a halal service correlated positively with customer satisfaction. Four of the six dimensions of Islamic attributes that provide halal wellness services have a significant influence on customer satisfaction and loyalty. In addition, it was found that the moderating effect of religious commitment variables was only significant on two Islamic attributes, namely, Muslim goods and services and halal labeled products. Research limitations/implications: This study was conducted with samples taken from only one brand of muslimah salon in Jabodetabek area. So that generalization needs to be done with caution. Practical implications: The paper includes implications for the marketing strategy of halal wellness services industry including the importance of experiential marketing strategy, the moderation between fiqh law compliance and customer convenience and the service customization based on customer preferences. Originality/value: This paper gives an understanding of the behavior of halal wellness service users on how halal service attributes affect user satisfaction and loyalty.

Original languageEnglish
Pages (from-to)177-197
Number of pages21
JournalJournal of Islamic Marketing
Volume13
Issue number1
DOIs
Publication statusPublished - 7 Jan 2022

Keywords

  • Customer satisfaction
  • Halal market
  • Halal wellness services
  • Importance of attributes
  • Influence
  • Islamic attributes
  • Loyalty
  • Religiosity
  • Religious commitments
  • Satisfaction

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